benchmarking

Your agents embody your brand with every customer contact. It’s up to you to make them more successful in engaging customers, dealing with customer challenges and avoiding burnout that leads to attritions. Read this ebook and see how to turn your customer service agents into customer experience heroes. You’ll learn:
Three success strategies that Genesys CX Heroes use
Skills every agent should have
Key training tips
Benchmarking strategies to measure customer service and customer experience

This Guide is a foundation for sales transformation based on twenty years of benchmarking best-in-class firms along with concrete examples. Staffing, management, and technology approaches are explored; giving actionable steps to vastly improve your sales organizatio's performance.

Oracle has just announced a new microprocessor, and the servers and engineered system that are powered by it. The SPARC M8 processor fits in the palm of your hand, but it contains the result of years of co-engineering of hardware and software together to run enterprise applications with unprecedented speed and security.
The SPARC M8 chip contains 32 of today’s most powerful cores for running Oracle Database and Java applications. Benchmarking data shows that the performance of these cores reaches twice the performance of Intel’s x86 cores. This is the result of exhaustive work on designing smart execution units and threading architecture, and on balancing metrics such as core count, memory and IO bandwidth. It also required millions of hours in testing chip design and operating system software on real workloads for database and Java. Having faster cores means increasing application capability while keeping the core count and software investment under control. In other words, a boost

Oracle has just announced a new microprocessor, and the servers and engineered system that are powered by it. The SPARC M8 processor fits in the palm of your hand, but it contains the result of years of co-engineering of hardware and software together to run enterprise applications with unprecedented speed and security.
The SPARC M8 chip contains 32 of today’s most powerful cores for running Oracle Database and Java applications. Benchmarking data shows that the performance of these cores reaches twice the performance of Intel’s x86 cores. This is the result of exhaustive work on designing smart execution units and threading architecture, and on balancing metrics such as core count, memory and IO bandwidth. It also required millions of hours in testing chip design and operating system software on real workloads for database and Java. Having faster cores means increasing application capability while keeping the core count and software investment under control. In other words, a boost

While the inevitable move to Windows 7 has been on the horizon for IT departments for several years, it’s clear that migration projects continue to plague many IT professionals. RES Software commissioned its second Windows 7 migration survey in June 2012 to assess the progress of these implementations in relation to a previous benchmarking survey issued in 2010. The most recent survey captures data from more than 330 IT professionals in North America and Europe across multiple industries and job functions. The results have been analysed and are highlighted within this research brief.

Total cost of ownership is a key metric for assessing costs, benefits and risks of a UC solution, enabling organizations to properly evaluate competing solutions. This white paper examines the total cost of ownership measured in different ways.

Oracle’s Global Customer Experience report surveyed more than 1,300 executives across 18 countries on the state of customer experience. This study, one of the largest of its type ever undertaken, yields crucial new insights on the challenges, strategies and lessons learned for succeeding in the customer experience era. Visit the Global Customer Experience Survey Microsite to read the complete research results or to use the CX Benchmarking tool to see where your organization stands.

Oracle’s Global Customer Experience report surveyed more than 1,300 executives across 18 countries on the state of customer experience. This study, one of the largest of its type ever undertaken, yields crucial new insights on the challenges, strategies and lessons learned for succeeding in the customer experience era. Visit the Global Customer Experience Survey Microsite to read the complete research results or to use the CX Benchmarking tool to see where your organization stands.

This report is an excellent starting point for organisations committed to benchmarking and improving programme effectiveness. To leverage more advanced benchmarks, NAVEX Global offers custom benchmarking options as part of our Integrity DiagnosticsTM and Integrity MetricsTM report service. These services allow you to get apples-to-apples benchmarking for your organisation based on your industry, company size, or other defining factors.

While working to maintain tactical control of the mobile environment, IT managers often find themselves drowning in minutiae. Overwhelmed by the number of moving parts, they’re unable to stay abreast of the latest threats, let alone extract meaning from or make decisions based on the mountains of data now being collected. With limited IT resources dedicated to mobile technology tools that facilitate reactive rather than proactive management—and limited visibility into mobile intelligence across the organization—many managers have had to choose between security and productivity as the focus of their efforts.

Agile and Lean are built on a foundation of continuous improvement: You need to inspect, learn from and adapt your performance to keep improving. Enhancing performance begins with having accurate, comprehensive data. The multitenant architecture of CA Agile Central is uniquely positioned to provide access to anonymized industry benchmarking data from tens of thousands of agile teams.
CA Agile Central Insights capabilities, part of a CA Agile Central Unlimited Edition subscription, provide performance metrics and benchmarking data for individual teams, teams of teams and even whole business units, departments and organizations.

This paper summarizes the results of a quantitative benchmarking survey to over 200 Life Science organizations. The study identifies the key compliance and performance improvement training topics they had addressed in 2011 along with key issues for 2012.

As enterprise IT departments increasingly move toward multi-sourcing environments, it is more important than ever to measure ADM deliverables—not only to manage risks by ensuring overall structural quality of systems, but also to objectively evaluate vendors and make smarter sourcing decisions. This paper describes the eight steps for integrating Sofware Analysis & Measurement (SAM) in your outsourcing relationship lifecycle—from RFP preparation to contract development, team transition and benchmarking—to objectively evaluate the reliability, security, efficiency, maintainability, and size of software deliverables. This measurement can greatly improve the maturity in your outsourcing relationships to enhance performance and reduce risk.

RelayHealth's Vice President, Business Analytics, Jason Williams examines how healthcare organizations can better set strategies by focusing on key decision points and adding data from real-time sources to what they have already collected.

Start the journey to operational and digital excellence by gaining a clear strategy for the first steps forward.
This resource includes:
• An executive summary of Smart Manufacturing
• Benchmarking manufacturing operations management
• The road to MOM 4.0
• Digital transformation is a vehicle, not a destination
• Recommendations to achieve digital excellence
Manufacturers need to start now and follow a clear path from corporate strategic objectives through to successful program implementation.

Kenzan, a software engineering firm that specializes in building scalable, data-driven solutions, often leverages DataStax Enterprise (DSE) for customers that have high expectations for both performance and value. That means making careful, informed choices when designing the cloud infrastructure that applications run on.
Controlling costs is always a priority for businesses that rely on AWS for running DSE. With AWS, it can be tempting to solve performance issues simply by adding more resources until the problem goes away. However, this “solution” results in increased costs which quickly add up over time.
In this white paper, Kenzan and DataStax identify some of the key factors to consider when building out infrastructure on AWS, outlining practical steps you can take to optimize performance with DSE on AWS while keeping costs in check.

With DataStax Enterprise 6 (DSE 6), we upped the bar substantially for us, our partners, our customers, and our competitors. We also came out and said that DSE 6 was twice as fast as open source Apache Cassandra™, and now, we have a third-party validation of this claim. Read this benchmark report from zData to get the results of their test of DSE 6 against Cassandra, for which they ran a different series of workloads on an AWS-built cluster.

With DataStax Enterprise 6 (DSE 6), we upped the bar substantially for us, our partners, our customers, and our competitors. We also came out and said that DSE 6 was twice as fast as open source Apache Cassandra™, and now, we have a third-party validation of this claim. Read this benchmark report from zData to get the results of their test of DSE 6 against Cassandra, for which they ran a different series of workloads on an AWS-built cluster.

According to the report, Benchmarking the Accounting Function 2015, only 56% of companies currently use automation to reconcile accounts. While many finance leaders want to change the process of reconciliation, the task can seem overwhelming.
However, developing a plan does not have to be complicated or time-consuming – and the benefits far outweigh the risks. A smooth, stress-free financial close adds qualitative value to the company by freeing employees to focus on strategic initiatives and ways to grow business.
A CFO’s Guide to Transforming the Financial Close shares how to build a center of excellence to streamline reconciliation so you can align objectives to overall business goals. Leading-edge automation tools can stop the madness of shuffling papers, sorting emails and searching spreadsheets, turning the reconciliation process from a cost center to a value-add for the company.

Personalisation for retail customers has advanced well beyond segmentation to include real one-to-one connections made in real-time. not only are consumers expecting hyper-personalized experiences across all touches, but companies who are able to implement them are seeing unprecedented growth and a new level of customer loyalty.
This essential guide walks you through personalisation from the nuts and bolts of what it can do, through 5 levels of implementation that businesses can use to benchmark their path to increased revenue.
In the guide you’ll learn:
• The latest advancements in personalisation technology and what companies can expect to gain with implementation.
• Four myths about personalisation that may be holding your company back.
• Tips for getting started and 5 benchmarking levels to help you create a personalisation roadmap for your company.
• Eight questions to ask when shopping for a personalisation partner that will help you ensure you are getting the right tools a